Senior Shops Operations Lead

About the role

Careem is seeking a Senior Shops Operations Lead to drive the performance of its Shops marketplace across the UAE and Jordan. Reporting to the General Manager, Shops, you will own merchant partner performance, strategic planning and picking operations to ensure a seamless customer experience.

Key responsibilities

• Own the end‑to‑end performance scorecard for merchant partners, tracking order acceptance, prep time, accuracy, cancellations and customer contact.
• Identify performance gaps, analyse drivers of GMV leakage and AOV underperformance, and design initiatives from pilot to regional rollout.
• Manage in‑store picking operations, including picker productivity, pick‑to‑pack time, accuracy, training standards and process design.
• Build and defend last‑mile unit economics for each merchant cohort, collaborating with Captain Operations on delivery cost, speed and earnings.
• Conduct quarterly and monthly business reviews with top merchant accounts using cohort data to justify investments or interventions.
• Lead peak‑season readiness planning, particularly for high‑traffic periods such as Ramadan.

Required profile

• Senior‑level professional with proven experience in marketplace or merchant operations.
• Strong analytical mindset to translate data into strategic roadmaps.
• Hands‑on experience managing picking or fulfillment processes within partner stores.
• Ability to work cross‑functionally with operations, finance and product teams.
• Excellent communication skills for business reviews and stakeholder alignment.

Required skills

• Data analysis and performance measurement.
• Strategic planning and KPI development.
• Operations management and process optimisation.